Is Your Chatbot Slacking? Amazon Connect's New Dashboards Know!

Your chatbot seems busy, happily chatting away with customers. But is it actually solving problems, or just creating frustrating loops and dead ends? Flying blind on AI bot performance is a recipe for unhappy customers and wasted automation potential. Let's face it, digging into logs to figure this out manually is a total drag.

Thankfully, AWS heard the collective groan of contact center managers everywhere and, back in December 2024, gifted Amazon Connect Contact Lens with some much-needed x-ray vision! They rolled out slick, built-in performance dashboards specifically for your conversational AI bots (think Amazon Lex and the nifty Q in Connect).

Forget guesswork. These dashboards serve up the juicy details: what are customers actually asking your bots? Which issues get resolved successfully? Where are interactions falling flat? This isn't just data; it's actionable intelligence to tune your bots, boost containment rates, and seriously level up your self-service game. Happy bots, happy customers!

For our Aegis CX Customers: Ready to get the real scoop on your bot performance? These powerful Contact Lens dashboards are available for your Amazon Connect environment! Hit up your Account Manager or primary Aegis contact, and let's get these insights flowing.

Reference: Amazon Connect Contact Lens launches built-in dashboards to analyze conversational AI bot performance (AWS What's New - Dec 1, 2024)

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